Luxe Salon & Spa — Attraction in Lancaster

It’s been a week since my appointment and I emailed and called the salon with no response.

I was scheduled with Sarah and I came in wanting my roots to be re-dyed to match the dark brown color the rest of my hair is dyed. I also wanted purple highlights in the bottom sections of my hair. I showed her an inspo picture (spoiler- it turned out nothing like that picture). I was going to a different salon that I no longer can go to and it’s been months since I’d gotten the color touched up.

I attempted to explain what I wanted and Sarah had zero understanding. At a minimum, I said I needed my roots done. She asked me at least four times if I was sure I wanted them done. While looking at the white hairs that had started growing out again. I kept telling her yes and I wanted a dark brown color. She asked then if I wanted a color to match the brownish red in the lower parts of my hair. I said no- that’s the faded purple from before. Which we had already gone over. I know I’m not great at explaining hair things, but it wasn’t a hard concept to understand what I wanted.

I also explained that I can’t technically have purple hair for work, so I wanted the purple to be slightly hidden and not up to my roots so it doesn’t show when it’s pulled back. While putting the purple in, she rudely said she didn’t understand why I got the color if it doesn’t go to the roots. At the end of the day, I’m paying for a service and I didn’t appreciate the rude judgment about what I like for my own hair. This wasn’t the only rude comment she made. She rudely implied I should get a haircut even though my ends really aren’t bad at all. Maybe because my hair is down to my waist. She commented multiple times about how many knots were in my hair when brushing it, despite being told I have wavy/curly hair. It was like she’d never worked with someone with that hair type. It was just all around insulting.

When it was finally all done, the only thing that came out right was the color of the roots. And based on her surprised response, that seemed to be a happy accident. There’s absolutely no purple showing through in my hair, no matter how I move the layers around to look for it. It just looks slightly red. And that’s after paying for a balayage. When I got home and was examining it more, I realized that it felt like she didn’t rinse all the product out and it felt horrible. I had to get a shower to fix it, which is not ideal considering I paid someone to wash my hair.

I’ve never had such a bad experience- let alone been charged such astronomical prices for it. I paid for a color touch up, balayage (which I don’t even consider her to have done), and a blow dry just for half the color I asked for to not be there and for my hair to feel like a sticky mess. Not to mention the rude and insulting commentary. If I could have left without paying, I would have. That appointment was not worth the...

I was a regular at this salon for nearly a year and absolutely loved the environment, as well as the work of my two main stylists, Hunter and Jasmine. I would visit almost every weekend for a blowout with Jasmine and was always impressed with the care and skill they both put into their work. In March 2024, I booked a full highlight session with both of them that lasted over eight hours and cost over $1,000. It was honestly one of the best salon experiences I’d ever had. However, after that appointment, my experience with the salon took a turn.

After my amazing experience in March, I immediately booked my next appointment several months in advance. Shortly before the scheduled date, I received a call informing me that my appointment had been canceled with no offer to reschedule until a month later. My hair is thick and grows quickly, so having my dark brown roots grow out for another month was not an option. With no other choice, I booked with a different stylist who was supposedly a “better tier” than the ones I had seen before.

I left that appointment extremely disappointed, as the results were nothing like what I had requested. I showed the stylist pictures of my previous appointment with Hunter and asked for a simple touch-up to match that look, but the results were lackluster. I then reached out to the salon manager, explaining my frustration and sharing photos of what I had asked for versus what I received. Unfortunately, I was met with indifference and offered only 10% off my next service—an offer that felt insulting, especially given that I had spent thousands of dollars at the salon.

I tried to handle the situation professionally by contacting the salon manager in hopes of getting things resolved. I was hoping they would acknowledge the issue, considering I was forced to go to this stylist due to the appointment cancellation. Instead, the manager seemed uninterested in making things right, offering no solution to fix my hair or even rebook me with Hunter. I felt completely dismissed as a loyal customer. A year later, I’m still upset by how everything was handled.

It’s a shame because I truly miss the stylists I loved, and I would have gladly continued as a regular client if the situation had been addressed professionally. I just wish the salon had taken the opportunity to retain a loyal customer by offering a...

I took luxe’s consultation quiz and got matched with a stylist… went in for a consultation, felt pretty good, so I scheduled my appt & I paid $250 for hand tied weft extensions.

There is no way my stylist knew what she was doing unfortunately. The extensions weren’t properly fitted to my head, she told me my second weft was unsalvageable so she could only do 1 row leaving my hair stringy and unblinded… when she first finished I had to point out to her the very obvious issue that the edge of the weft was sticking clear out of my head and the strings were showing (this is something a stylist should see and fix on her own.)

She fixed it in about 1 minute and though I was worried she didn’t do it in a quality manner and I could tell my hair looked so bad and unblended, I didn’t want to question the professional on the quality of my second weft or her ability to do her job quickly.

But by end of the day, my hair had already come loose and unthreaded. By the third day the back of my extensions were slipping clear out of my hair and not in a “Dropped/loosened” type of way.

I emailed the salon about my disappointment and needing another appointment to get them fixed and didn’t hear back.

It’s now been a week and my extensions are barely holding on, I emailed the salon to request cancellation of any future appointments + to let them know my frustrations.

I really liked the hair stylist herself, but I should not have been charged $250 for the inexperience and lack of quality of work.

Very disappointed and wish I would’ve let myself go back to complain, but feared looking like a “Karen.”

*I went to another salon to get my hair fixed after 4 unreturned emails. Before this experience I have communicated with this salon exclusively over email, but now that I have a complaint they won’t return my calls or emails

Also worth adding the other salon did my hair beautifully and was easily able to install the second weft that was deemed “unsalvageable.” The new stylist I went to thought I had gone 8+ weeks without getting my hair fixed due to the state it was in and was appalled when I told her it had been exactly two weeks & started in the...